Patient Experience Associate Empowered Arthritis and Rheumatology Center PLLC Cary, NC Job Details Full-time 12 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Qualifications Insurance verification Intake Practice management software HIPAA Medical scheduling

Full Job Description Job Title:

Patient Experience Associate Reports To:

Practice Administrator Work Schedule:

Monday-Friday, 8:00 AM - 5:00 PM (1-hour lunch break) Position Summary The Patient Experience Associate is a key member of the front office team and serves as the first and last point of contact for patients visiting the practice. Under the supervision of the Patient Experience Coordinator, this role is primarily responsible for delivering a seamless, courteous, and efficient check-in and check-out experience while supporting practice workflows, accuracy, and patient satisfaction. Primary Responsibilities General Demonstrate consistent patient-centered behaviors aligned with the practice's Patient Experience standards Serve as a calm, professional presence during high-volume or high-stress situations Address patient questions or concerns related to front-desk processes, escalating issues when needed Support service recovery efforts under the guidance of the management team Contribute to a welcoming, organized, and professional front office environment Check-in Greet patients in a friendly, professional manner in person, electronically and via phone. Manage appointment scheduling, confirmations, re-schedules, and cancellations using eClinicalWorks (eCW) . Verify and update patient demographic and insurance information at check-in. Collect patient responsibility and outstanding balances; issue receipts and document payments accurately in eCW. Assist patients with completing paperwork and digital intake forms. Ensure the reception area remains clean, organized, and welcoming. Answer general inquiries related to the practice, services, hours, etc. Communicate expected wait times and provide clear guidance on next steps Identify and escalate patient concerns, delays, or special needs when appropriate Maintain patient confidentiality and HIPAA compliance at all times Check-out Review provider instructions, follow-up needs, and next steps with patients in a clear and compassionate manner Schedule follow-up appointments, procedures, infusions, imaging, or referrals as directed Provide patients with visit summaries, instructions, and appointment confirmations Collect balances due at check-out and provide receipts Ensure accuracy of charges, appointment types, and documentation before patient departure Reinforce a positive closing interaction, thanking patients for choosing the practice Compliance & Communication Maintain strict confidentiality in accordance with HIPAA and practice policy. Promote a positive, patient-centered experience in all interactions. Document all patient interactions and follow-ups accurately in eClinicalWorks.

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person